Delivery and Payment
Am I notified of the status of my order ?
You will receive an automatic e-mail at each stage of your order: confirmation, processing, shipping.
Can I modify my order ?
You will be able to modify your order as long as the status has not changed to "Processed" status.
Please email us at contact@la-fabrique-a-puzzles.com as soon as possible if you wish to modify or cancel your order. We will do our best to process your request before your order is processed, this is why we will wait a period of 4 hours before processing orders, because we cannot cancel an edited packing slip, and will not so we can't get it refunded. Please note that we will no longer be able to accept any changes to the items or the delivery address once a shipping label has been created, which is usually done within 4 hours of your order.
How are my products sent ?
Your products will be sent in recycled and recyclable cardboard boxes in double corrugation (two cardboard sheets placed side by side), and wedged with internal wedging, in order to avoid shocks related to transport. This guarantees the receipt of an undamaged product. For ecological reasons, do not throw away the cushioning and the cardboard. You can use it again to ship your parcels.
Do you ship internationally ?
We currently ship to the following countries: France, Australia, Belgium, Canada, Luxembourg, United Kingdom, Switzerland, USA. The other European countries will be added gradually. Please send us an email to ask us.
Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer's responsibility. Please check with your country's customs office to determine any additional costs you may incur before completing your purchase.
My product arrived damaged, what should I do ?
If your order arrives damaged, send us your order number and photos of the damaged product, the packing slip and the box to contact@la-fabrique-a-puzzles.com within 24 hours of receiving the delivery. . We will assess the value of the damage suffered, all or part of the product, and will issue you a partial or total refund, or a replacement of the product, depending on the nature of the damage and its eligibility.
What if my item is lost or stolen ?
If your item was marked as "delivered" but has not arrived, please allow a few additional working days for it to arrive at the pickup point. Packages are sometimes scanned as "delivered" while still in transit.
Please note that we are unable to replace lost or stolen items where the wrong address is provided. Be sure to use the correct mailing address and track your shipment to reduce the risk of errors.
How are the products sent and what are the deadlines ?
1. Delivery in 3/4 working days at home
Provided by Colissimo, this delivery method includes:
- insurance in the event of loss or damage: thanks to the integrated flat-rate insurance
- a tracking service: thanks to the tracking number
2. Delivery to a relay point in 4/5 days with Mondial Relay in France, Belgium, Luxembourg
Provided by Mondial Relay, this delivery method allows you to pick up your order yourself at the relay point of your choice, at the places and times that suit you.
You benefit :
- insurance in the event of loss or damage: thanks to the integrated flat-rate insurance
- a tracking service: thanks to the tracking number
Once the package has been delivered to a relay point, you will have 7 days to collect it . After this time, it will be returned to us and you will have to make a new payment for the shipping costs to receive your products.
If the chosen relay point is not available (closed, saturated, etc.), your package can be sent to a relay point near the chosen one. We invite you to contact Mondial Relay directly (call, online request).
3. Worldwide delivery possible via Mondial Relay (Europe) and Delivengo/Colissimo (La Poste services)
For countries outside the EU zone, any taxes and customs duties are the responsibility of the recipient customer.
To track your parcels, simply click on the tracking link sent to you by email after your order has been dispatched. You can also manually track the parcel by entering its parcel number on the dedicated page of the La Poste or Mondial Relay website.
Secure payment
You can pay by credit card, Shopify Payment or Paypal. Cards issued by banks domiciled outside France must be international bank cards (Mastercard or Visa). Secure online payment by credit card is provided by our service provider Payplug. Your bank details are transmitted by a secure protocol (SSL) and therefore cannot be read during the operation. Once the payment has been made, the transaction is immediately debited after verification of the information.